---
title: How to Contact Support
description: "Table of contents - [The Support Email](#0-toc-title) - [What to Include in Your Message](#1-toc-title) - [Specifics for Common Topics](#2-toc-title) - [Other Ways to Reach Us](#3-toc-title) - [What We Will Never Ask You For](#4-toc-title) - [Support Hours & Response Expectations](#5-toc-title) All…"
url: "https://dotleadscout.com/docs/how-to-contact-support/"
updated: "2026-04-30"
category: "FAQ & Troubleshooting"
---

# How to Contact Support

Table of contents

- [The Support Email](#0-toc-title)
- [What to Include in Your Message](#1-toc-title)
- [Specifics for Common Topics](#2-toc-title)
- [Other Ways to Reach Us](#3-toc-title)
- [What We Will Never Ask You For](#4-toc-title)
- [Support Hours & Response Expectations](#5-toc-title)

All Plans

When you need a human, **info@dotleadscout.com** is the answer. We're a small team that reads every message and typically responds within 24 hours. This article tells you how to ask in a way that gets you the fastest, most useful answer.

## The Support Email

##### info@dotleadscout.com

The single inbox for billing, technical support, feature requests, bug reports, and general questions. Goes to a real person, not a ticketing bot.

##### Response time: typically within 24 hours

Most messages get a response same-day on weekdays. Weekend messages are answered Monday morning. Complex bugs or feature questions may take a couple back-and-forth exchanges — reply on the same email thread to keep context.

## What to Include in Your Message

   The more context you give, the faster we can help. For any support request, include:

- **The email address on your account** — so we can find the right account quickly
- **A clear description of what you were trying to do** — e.g. "set a reminder on a lead" rather than "the thing isn't working"
- **What actually happened instead** — exact error messages, unexpected behavior, missing features
- **What you expected to happen** — sometimes what looks like a bug is actually working as designed, and we can clarify
- **A screenshot if visual** — one image is worth several paragraphs of description
- **Browser and device** if it's a rendering or interaction issue (e.g. "Chrome on Windows 11" or "Safari on iPhone 15")

## Specifics for Common Topics

### Billing or subscription issues

- Include your account email
- Indicate whether you're asking about an upgrade, downgrade, cancellation, or refund
- If a payment failed, include the date of the failure and any error message you saw

### Data accuracy issues

- Include the carrier's **DOT number** — we can't investigate without it
- Describe what you see vs. what you expect
- If possible, include a screenshot from SAFER (the official FMCSA tool) showing what FMCSA actually has on file

### Feature requests

- Describe the workflow problem you're trying to solve — not the specific feature you imagine
- Tell us how often you hit this problem (daily, weekly, occasionally) so we can prioritize
- We track every feature request and follow up when something ships

### Bug reports

- Include exact steps to reproduce
- Browser and device info (Chrome on Windows, Safari on iPhone, etc.)
- Screenshot of what you see
- Time of day it happened (helps us check server logs)

### Reminder or notification problems

   Walk through **10.4 I'm Not Receiving Reminder Emails or SMS** first — many issues are self-solvable. If those steps don't resolve it, email with details and we can check delivery logs.

## Other Ways to Reach Us

##### Help button in the portal

Every portal page has a help button (headset icon) in the top right. Opens a contextual help panel with quick links and a Contact Support shortcut.

##### Knowledge base (this site)

The fastest answer is often searching the docs first. Check the FAQ (**10.1**) and the category pages relevant to your issue.

##### Feedback button

Submit feature requests, bug reports, or general feedback through the in-app feedback button. Goes straight to the product team.

##### Onboarding tour

If you're new and feeling lost, click the **Restart Product Tour** button in the help panel for a 9-slide walkthrough of every feature.

## What We Will Never Ask You For

##### We'll never email you asking for...

We will never email you asking for your password, your full credit card number, or to install software. If you get an email claiming to be from DOT Lead Scout asking for any of these things, it's phishing — forward it to **info@dotleadscout.com** and we'll investigate.

      Legitimate DOT Lead Scout emails come from `noreply@dotleadscout.com` (automated) or `info@dotleadscout.com` (human). Anything else is suspicious.

## Support Hours & Response Expectations

- **Weekday support**: Most messages answered the same day during US business hours
- **Weekend support**: Monitored for urgent issues (account access, billing). Routine questions answered Monday morning
- **Holiday weeks**: Slightly slower response — we'll still answer, just may take an extra day or two
- **Urgent issues** (can't log in, billing emergency, data loss concern): Mark the email **URGENT** in the subject line